Configuring the outgoing account to use for automated alerts and replies in Issue Tracker add in.

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In Team Issue Tracker >Team Settings > Others tab, you can specify which mailbox account Team Issue Tracker would use to send out the automated notification alerts and replies to callers and technicians.

When you select the first option ‘None’, Team Issue Tracker will use the default/primary mail account that is configured on the Outlook profile to sent out the alerts and replies. You should use this option if you want each technician to sent out the auto-alerts and replies from their associated default account.

However, if you want a centralized or single account to use for all outgoing emails and alerts, choose the second option ‘Use this particular account’. This is ideal if you have a common account (e.g., support@yourdomain.com) and you want the replies and auto-alerts received by the caller to appear to come from this common account (in the from field of the email) no matter which technician is replying/sending those alerts/emails from their Outlook. Please note that, for this feature to work, you should configure this common account (in Active Directory) such that every technician has ‘Send Behalf‘ permission over that account. Refer to KB #166 on how to set this permission

The last option is to configure Team IssueTracker to send out notification emails and responses, using the ‘Original Email recipient mailbox account’. This is implemented to allow you to specify the outgoing account from which all subsequent replies and automated alerts would be sent out from Issue Tracker corresponding to this particular ticket. (For this option to work, you need to map ‘To’ Outlook field to a SharePoint field).

‘Specify Outgoing Account for this ticket’ field shows up only if the manager had setup Issue Tracker add-in to sent the outgoing alerts and replies from the respective ‘Original Email Recipient Account’ under  Outlook > Team Issue Tracker toolbar > Team Settings > Advanced Options > Outgoing Accounts tab.  And because when you raise an empty ticket, Issue Tracker has no reference to find out the ‘Original Email Recipient Account’ from any existing email. Hence, this feature allows you to manually set an Outgoing account for the new ticket.

Do note here, you and other technicians, still need to have ‘Send behalf’ permission over the Support and Sales mailboxes. Otherwise, you will receive an error response from your Exchange Server, regarding inadequate permission to send email from that particular account.